North American Van Lines

One star is too good for this company. This move was an absolute nightmare! First of all, they failed to anticipate that they couldn't park on a SUPER busy 2 lane street blocking traffic for 4 hours. So they drove to another city, unloaded and UNWRAPPED my furniture and boxes, reloaded half of it into a smaller truck, delivered that to my house, then went back for the other half. The 3 stooges they hired to do this are mostly unemployed guys who do this temporary work when they want to pick up a few bucks. Clearly none of them had any training in moving nor did they have any common sense. The one guy with all gold teeth and tats and piercings from head to toe, was so high on drugs he couldn't stop jumping around and talking to the air and walls. When they tired of delivering furniture and crates to their designated rooms, they just started haphazardly piling it all in a heap in the garage. I was not aware of how horribly this was going b/c I was busy in the house trying to supervise the NAVL driver who was conducting a FAKE inventory of my belongings. He kept marking off stuff that had not even been delivered yet.

After they were gone I discovered the horror that had just happened. So I was relieved that I had spent the extra $ to get plenty of insurance. They brought my weedeater and edgetrimmer into the living room and left end tables piled on stacks of boxes in the garage. My super heavy, upholstered, mechanical bed had been dragged across my wood floors leaving permanent gouges in the floor finish and tearing the bed upholstery. They set the bed up but failed to remove the zip ties from the mechanics underneath, so when the remote was used to adjust the bed, all kinds of parts broke and fell off on the floor. The 65" TV that was 2 months old, was packed in its original box with all of the original styrofoam packing. They destroyed it. The insides of the TV were scrambled. They obviously dropped the entire box. But NAVL said since there was no visible damage on the outside of the TV, the damage was done by me so no reimbursement. My 50" TV...exactly the same, insides were scrambled...no reimbursement.

BTW, did you know that the insurance company OWNS the moving company? No conflict of interest there! NAVL and Allied are both owned by the same insurance company. I have 44 photos of my destroyed property, but interestingly, the claims form does not allow you to attach photos. I wonder why?

In the garage I found total chaos. Nothing was neatly stacked. No pathways. The door to the house was blocked. Empty shelving units were piled on top of broken plastic storage containers. Boxes were broken open and contents strewn about on the floor. Boxes marked "fragile" were smashed on the bottom of a tall stack including heavy tools. A glass table top was laying on the garage floor with a metal table on it. My packed Epson Workforce printer, was on the floor, box smashed in by the weight of heavy furniture on top.

I filed a lengthy, detailed claim. The "appraiser"/furniture repairman that they routinely use, clearly had NAVL's interests in mind so he could remain their go-to guy for the next sucker that uses NAVL. Short story long...they paid for NOTHING other than part of my bed!

Move size: 2 Bedroom Home Service cost: $7200

The move from CA to NV was a nightmare. We used NAVL as a 3rd party company through a local mover in CA that I'd used for local moves twice before. I trusted them and trusted that our belongings would arrive safely and intact. That didn't happen.

We knew our move was going to be costly since interstate moves are based on weight as opposed to by the hour. So, we were prepared for that. We did save money by packing about 90% of our belongings and letting the mover pack the rest such as my husband's office and the kitchen. What we weren't prepared for was what we found after boxes were opened that had been packed by the movers. Nothing but an illogical, disorganized mess. Nothing was packed properly, and a bookcase was completely destroyed. And when I say destroyed, I mean completely obliterated to the point where it had been broken in half! There was also a desk and wardrobe closet that didn't survive, and a box was not delivered to us. I contacted our move coordinator about what I'd found, and she sent me a claim form to try to recoup some of the damages. However, after reading the instructions on the claim form, and learning that I cannot replace any items until someone comes out to assess the damage, I decided not to file a claim. Especially since the total loss only comes to about $250; for a wardrobe closet, a $25 Walmart bookcase and a desk that was probably about $100. So, I don't want to waste anyone's time for such a paltry amount. We did end up with a refund of around $2,000 because of the materials I bought and much of my own packing I'd done. That being said, nothing should have been broken if it had been handled with more care. The desk and wardrobe closet survived 3 other moves, they should have survived this one, too. And the bookcase never should have been destroyed like it was. I was told it did survive the move; it was destroyed when it was placed in the storage unit we had to rent. We also know a box didn't get delivered to the storage unit. We've opened every box and cannot find the box I packed that had towels and a 3-tier glass corner shelf, and a bracket for my jewelry tree I'd wrapped inside. Fortunately, they can be replaced, but I'm still disappointed it didn't make it.

Other issues included but not limited to:

- I bought boxes, packing materials, and kits specifically for packing glasses and dishes, and other fragile items. Nothing that I bought was used. NOTHING. I opened a box and found everything I'd bought specifically for that was unopened. I had even asked at one point during the packing if the bubble wrap pouches, or the dish and cup packs were used, (I needed to use a few and couldn't find any) I was told yes, that they were all used. None were. NONE. Not one of the bubble wrap pouches were used to pack my dishes and glassware. They were supposed to be used specifically for glasses and plates and I found they had been simply thrown into other random boxes in such a way that they were useless to protect what they were put in with.

- Cleaning supplies such as an unsealed can of Raid was packed with food! Rat poison was also packed in a box with items it never should have been packed with. Fortunately, it wasn't anything that needed to be saved.

- Nothing was marked fragile that should have been such as the stemware that was packed by them.

- None of my pots and pans were wrapped so one of my small frying pans got chipped.

- My curtains were wadded up and shoved in a box and, for some bizarre reason, they smell like pee. I had to wash all of them.

- All of the wardrobe boxes I packed were completely destroyed. All of our clothes were in a heap at the bottom of boxes that were crushed and smashed. I had to replace at least 2 dozen hangers because of that.

- My 2 coffee tables were scratched and gouged. It's going to take a lot of time and elbow grease to get them back to how they're supposed to look. One wasn't even wrapped in a blanket. It was sitting on its side on top of a box when we opened the storage unit door.

I could go on but I'm limited to a certain number of characters. The pictures speak for themselves.

I do NOT recommend this company.

Move size: 3 Bedroom Home Service cost: $9900

I'm very disappointed with the service we received. Do you know how terrible it is sleeping on air mattresses during Christmas, freezing because all of your stuff was packed away with a company that promised us a delivery time? Because I do now. The driver had called and told us he would deliver that Wednesday, then would try for Friday (which he didn't). It then showed up six days after the latest possible time point in the window. The group unloading our packages was throwing boxes around and made a giant mess of our bathroom (it took considerable cleaning). Many items were broken upon delivery (not upon packing). I am incredibly dissatisfied with the service. When I expressed my frustration to the dispatcher I was told also how it could be worse and that they have other customers with month long delays. I was also not thrilled that when I showed the driver how items had been bent or ruined he tried to bend them back and further damaged the material. Moreover when I expressed these concerns to employees I didn't even receive an acknowledgement of what happened. Filing claims is a nightmare, I have low expectations for any compensation. We spent over $14k for a service that showed up late, provided terrible customer service and still broken many of our items.

Move size: 3 Bedroom Home Service cost: $13915

We have dealt with many of these issues in the past. There were a number of items that I brought up and I have brought them up with anyone I can get in contact with (with is and has been extremely difficult). I'm not sure if North American Van Lines has a corporate policy on passing the buck but it seems to be all I've encountered in my experience. Since there doesn't seem to be an understanding on your end of what we've experienced I'll try to outline it.

Our original shipment was miss estimated and at 6pm we were told another truck would be needed. This lead to our items being split up and then reunited at a warehouse in Houston. At this point we were told the driver chose the items most necessary to set up our home when it was discovered that again the items wouldn't all make it. Those items necessary for set up, in his opinion, included our Christmas tree but not our dishes. One daughters bike, but not the other. Our mattress but not the bedding. The dining table but not the chairs. The whole thing is laughable. I could go on and on but I'm so worn out from this whole process. The driver then transported our mattresses on the OUTSIDE of the truck, and left them in the driveway to dry out. A claim was filed and were promised it would be expedited. As of today we've still yet to have it taken care of. I did receive an email about a claims company coming out in the coming weeks in order to verify our claims. This is simply ridiculous. We've been treated like crap and now are being treated like lying criminals.

We were told to buy the needed pans, and meals would be reimbursed. However we just paid the company 15K. I don't have the cashflow to keep this up.

7/26 some of our items from the 2nd shipment arrived, although several boxes are still missing. The driver showed up at approx 9:30, but parked around the corner because he didn't have any help. The unload crew had miscommunication and finally arrived several hours later. Several of our boxes were smashed. My dress closes will need a professional dry cleaning, our bbq grill is broken, our children's books were shipped in the bottom of the grill and then left on the back porch last night without us knowing.

My father suddenly and tragically passed away 1 year ago. I was left his two office chairs. They obviously have priceless value to me. The second chair that arrived yesterday is very damaged. I am broken. This process has hurt our family. This process has been HORRIBLE. I have asked for someone, anyone, to please make this right. Everyone involved has blamed someone else.

I have been patient. I have been understanding. I have believed people when they said they would call back, fast track a claim, or quickly figure out a way for my young daughters to get their things here that are essential for getting settled in a new home 945 miles away.

The total lack of concern, the passing the blame, and doing everything you can to cover your own butts is disgusting, negligent and lacks decent human kindness. We're out a small fortune and NAVL sees no need to make this right.

We have kept our boxes, taken our pictures, and jumped through every hoop they've asked. It's clear how this game is played and it's clear most of their customers lose in the end. Clearly we've lost.

We've filed every claim, and waiting to be reimbursed and updated on our still lost boxes. 8/11 we're notified the restoration company lost the paper work on our claims and are having to refile. Additionally the Mike Byerley who is the customer service agent refuses to accept or return phone calls. Take it from a seasoned mover. Do NOT use this company.

Move size: 4 Bedroom Home Service cost: $15000

Driver showed up with no help.  Driver showed up with a truck with not enough room for our goods.  They eventually sent another truck called the overflow truck.  Unbeknownst to us, they deliver this truck of goods whenever they happen to have a truck available, coming through the locations involved and with enough room.  Could be a day or 2 years.  No one told us this as the truck drove off with our things we need and NAVL only says they can give me no answer as to when it will be delivered.  What?! How on earth is that acceptable?  They now treat me with contempt because I want to know when they'll be delivering our stuff.  And they have charged our credit card already.  They haven't even completed the job.  We also got no order of service and no bill of lading.  There wasn't even an accurate inventory of what went on which truck.  Shameful company.

Service cost: $5230

BIGGEST MISTAKE I HAVE EVER MADE!! There were items damaged and missing when the truck arrived.  I submitted a claim over 7 weeks ago.  It is excruciating trying to get compensated for the damaged items.  I paid $9,000 for a full packing and unpacking service.  They did not do the unpacking - my husband and I did.  I am still waiting to be compensated for items that they know they lost.  Do not use this company.  They are quick to get your money and very slow to help you when they have damaged or lost your property.    .

Service cost: $9000

My things were picked up in Oklahoma and I moved to Pittsburgh. My stuff has not moved. It's been 10 days and the DRIVER NEVER PICKED UP MY THINGS. NEVER. No one bothered to mention that there was an entire shipment waiting for pick-up, they just let it sit there until I started bugging them about delivery. Now they have no idea when it will get there and don't seem too concerned at all that this happened. No one has said the words "i'm sorry" to me. This is insane. I'm living on folding chairs and an air mattress and they just email me and say, the driver never picked up your things, we don't know what's going on but we're looking into it. These people are UNRELIABLE and UNTRUSTWORTHY.

Service cost: $8088

People were friendly and I trusted them. But a significant number of things didn't arrive at my new location -- random things - like my favorite painting, half of the dollhouse, cooking items, linens, tchotchkes. But because I couldn't identify particular numbered boxes that were missing, I got zero understanding or compensation. I read this on someone else's review and didn't believe it - but it is true. YOU NEED TO WATCH EVERY SINGLE BOX THAT LEAVES YOUR HOUSE AND CHECK THAT THERE IS A NUMBER ON IT. Otherwise, you're SOL when your items go missing.

Move size: 3 Bedroom Home Service cost: $3800

There were many aspects of this move that were poorly handled. First, we had hired them to also pack our belongings but the packers rushed through and left with many items still unpacked, so we had to do some packing ourselves. A number of items were also lost (suspected to be stolen) such as a bike and laptop computer. The worst part was the severe delay in our delivery that they refused to compensate us for. We were given a quite wide delivery window but then after we arrived in our new house we were told that the delivery window had been moved up for reasons out of their control. However, these reasons, such as it being an international move and the presence of holidays, were all known items prior to when we were given the delivery window. The also used "the availability of Canadian customs" as an excuse even though customs is always available and I seriously doubt they had even contacted them yet as our stuff was still sitting in a warehouse at this point. Our car was also separated from our household goods at this point because they needed my work permit to ship it. I was only informed of this a few days before the shipment was supposed to take place and later told that it was my fault for not knowing that a work permit was needed to ship a car. I maintain that knowing what paperwork is needed is part of the movers job and one of the reasons I paid a mover to do this job. When we started to ask about how compensation was handled for delay of delivery our move coordinator did not answer and started completely avoiding us, not answering any emails in which we brought up the subject and never returning phone calls. When the car finally arrived 19 days late (still 14 days after their new window) it was dropped off at a warehouse. I was told that we could be called 1 or 2 days in advance of delivery, but instead we were called after the car had already been dropped off. When I filed for a delay in the household goods (which were a day late even by the new deadline) I was told that they only compensate for specific actual costs that I did not incur or have receipts for, which is totally unfair as they refused to give me such information before hand. When I submitted a claim for my rental car expenses I was told that they had no liability since they had used a third party to ship the car, even though my contract to have the car shipped was with NAVL. I contacted my move coordinator who told me that this very long delay was because I did not have my work visa when he asked (I didn't have it yet, but did send it the day our stuff was supposed to be loaded, only a few hours after I crossed the boarder and got it) and that there would be no reimbursement for the car delivery being delayed by several weeks.

Move size: 3 Bedroom Home Service cost: $14000

We got several quotes from different moving companies but decided to go with North American as we were assured that the cost would not be higher, we would have superior service, and our belongings would be loaded onto the truck that was headed to our destination. The representative came to our home and looked at all of our belongings and said I overestimated by 1,000 pounds so the cost should not be more- it could be less though.
We signed..the day before our belongings were to be loaded we were informed that the truck was in a different state so our things would have to be loaded onto a different truck and put into storage for a few days- just what they said would not happen.
Then when calling to find out when our things would arrive we were informed that our belongings were split into 2 shipments as they did not contract a truck big enough. We were also notified that the actual weight was 3,100 pounds more (30% missed estimate- that is not acceptable!) than estimated which meant we owed $2500 more ! We were not asked if we would like to wait to have all belongings shipped together, let alone notified - I had to do all of the calling/emailing to find anything out!
Many of our boxes were damaged, furniture scratched, wood chipped etc.
Our second shipment arrived 12 days after the last day our things were supposed to arrive. We are missing items and they are still missing with little to no communication as to what is being done to find them or resolve this.
I would not recommend this company to anyone. We have been on the phone numerous times and no one seems to care. Terrible customer service and overall service..

Move size: 3 Bedroom Home Service cost: $11100